Re-designing the service to manage Job Seeker's allowance claims in the UK
For the DEPARTMENT FOR WORK & PENSIONS | Public sector | UK | 2019
CLIENT
The Department for Work and Pensions (DWP) is the largest government department in the United Kingdom and is responsible for the welfare and pension policy.
CHALLENGE
Making the Job Seeker's allowance (JSA) Claim management service more efficient that more time can be spent helping citizens to get back into work. This included working with multiple stakeholders at DWP while bringing the project from Alpha to Beta following the GDS standards.
APPROACH
Within an agile team at Valtech, my role was to help understand the current state of the service on a user point of view to help craft and deliver a more efficient service that better meets the needs of both citizens and DWP staff in Job Centres Plus and Service Centres.
SOLUTION
We redesigned the service and interface for work coaches to better manage JSA claims by reducing the amount of administrative tasks while providing a consolidated view of claimant profile to better tailor their appointments, and geared down an old legacy system for all work coaches.
process
MAPPING ASSUMPTIONS & CRAFTING HYPOTHESIS
Assumption map from Sprint 4
Hypothesis from Sprint 4
PREPARING TOPIC GUIDES FOR FIELD STUDY
CRAFTING & REFINING
WIREFRAMES AND PROTOTYPES
CONDUCTING CONTEXTUAL INQUIRIES
Visiting Job Centres across the UK
Collecting artefacts
Taking notes
Shadowing work coaches to understand how they work with systems
Observing what Service Centre agents do manually
DOWNLOADING & SYNTHESISING
THE USER RESEARCH
Synthesising research findings on post-its as a team including the client team
User Research Insights summary (slide from Show & Tell)
Downloading User Research notes
Synthesising research findings on digital post its using Miro
DEFINING PERSONAS & USER NEEDS
MAPPING THE AS IS USER EXPERIENCE
DOING RETROSPECTIVES
AT THE END OF EACH SPRINT
Doing a retrospective every 2 weeks with the client team
Retro template: What went well - What could have been done better - Suggestions for next sprint - Appreciations
deliverables
CREATING A TO BE SERVICE BLUEPRINT
WORK IN PROGRESS
Available soon.
ABOUT THIS PROJECT
Interested to know more about this project?
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